Hi,
I am looking at setting up a helpdesk system based on OTRS for our dept.
I would authenticate agents and customers against our main University LDAP
service.
But for the customer (and agent) data, our set up is such that the customer,
e.g staff, student, is held in a number of databases.
For example our LDAP service hold uid and email but another database
holds room number, telephone number.
My initial questions are :-
1. Is it possible to somehow obtain the selection of user data, e.g. name,
telephone,
email, room number from a variety of database sources at the same time ?
I can see one can have multiple database sources from the admin manual
but it is unclear if for a individual user can have data sourced from different
databases at the same time ?
2. Would I need to have a OTRS database pulling this data from the different
sources
when the user first logs in ? or can it be done on the fly each time a user's
info
is reqiured ?
3. If the data needs to be pulled into a OTRS database using say the
AuthSyncModule
can this data be updated periodically some how from the master source databases?
Is there already a mechanisum to do this or would I have to write something ?
Many thanks for any help on this,
Pete
--
Peter F. Leggett
Computing Development Officer
Engineering, Mathematics and Physical Sciences
University of Exeter
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